CUSTOMER NEEDS

Product which satisfies the stated / intended needs:

 Quality product

 Fastest delivery

 Within allotted cost

 Safe Product
 QUALITY

Customer Delight

Target Achievement within

Budgeted Time & Cost

Reputation of Organization
QUALITY
“Degree to which characteristics (distinguishing features) fulfills
requirements (needed or expected that is stated, generally
implied or obligatory)”

SYSTEM
“Identifying, understanding and managing interrelated
processes contributes to the organization’s effectiveness and
efficiency in achieving objectives”

QUALITY MANAGEMENT SYSTEM

“Management system to direct and control an organization with
regard to Quality”
QUALITY MANAGEMENT
SYSTEM REQUIREMENTS

 Vision

 Quality Policy

 ISO 9001:2008 Certificate

 Quality Manual
 Advantages of QMS
 Improved product quality
 Reduction in repetition of the job.
 Efficient utilization of men, machines and
materials.
 Elimination of bottlenecks in production and
tension free work environments.
 Confidence to do a better job.
 Basic Definitions
Quality Policy:
Over all intentions & directions of an
organization related to quality as formally
expressed by top management.

Quality objective:
 - Thing sought, or aimed for, related to quality
 Based on organization’s quality policy.
 Specific, Measurable, Achievable, Results
oriented, Time bound.
 Basic Definitions
Quality Assurance:
- All those planned and systematic action
necessary to provide adequate confidence that a
product or service will satisfy the given
requirements for quality.
-Assurance may be to project management
(internal QA), or may be to the customers
(External QA)
 Basic Definitions
Quality Control:
- Part of the quality management system
focused on fulfilling the quality requirements.
- Monitoring specific project results to
determine if they comply with relevant
quality standards & identifying ways to
eliminate causes of unsatisfactory
performance.
 Basic Definitions
Customer satisfaction:
- Customer’s perception of the degree to which
the customer’s requirements have been fulfilled.
- Understanding, managing, & influencing needs
so that the customer expectations are met or
exceeded.
- Combination of conformance to specifications
(Meeting the customer requirements) & fitness
for use (satisfying the real needs)
 Basic Definitions
Non conformity:
- Non fulfillment of the requirements.
Defect:
- Non fulfillment of the requirements related to
an intended or specified use.
Preventive action:
- Action to eliminate the cause of a potential non
conformity.
The cost of avoiding mistakes is always much
lesser than the cost of correcting them
 Quality Assurance
In puts:
 Quality Management plan (PQP)
 Procedures & standards
 Results of quality control measurements
 Results of quality audits

Tools & techniques:

 Quality audits
Outputs:
 Quality improvement of the product
 Reduction in rejections, reworks
 Quality Control
Inputs:
 Work results – Both process results & product results
 PQP
 Inspection & test plans, work procedures
 Check lists

Tools & techniques:

 Inspection
- Final inspection or stage wise inspection
 Quality Control
Outputs:
1) Quality improvement
2) Acceptance decisions - Accepted or rejected
3) Rework
- Action taken to bring a non conforming item
into compliance with requirements.
- Minimize rework
4) Completed checklists
- Become part of the project record
5) Process adjustments
- Immediate corrective or preventive actions
 Statistical sampling

- Two types of inspection:

a) 100% inspection
b) Sampling inspection
 Statistical sampling
Success of sampling scheme depends on:
a) Randomness of samples
b) Sample size
c) Quality characteristics to be tested
d) Acceptance criteria
e) Lot size
Limitations of sampling scheme:
a) Risk of making wrong decisions
b) Proper planning is required
 ISO 9000
What is ISO ?
International Organization for Standardization.

What is latest Standard Our Sector Certified?

ISO 9001:2008

Who is the Certifying Agency?

Bureau Veritas Certification (BVC)
 EVOLUTION OF ISO-9000
• Upto 1950 - Disorganized efforts for
guaranteed quality products.
• 1950s – Efforts by industrialized nations to
find the reason for producing bad products.
• 1960s – U.S. defence evolved a quality
standard.
• 1972 – British Standards Institution brought
out “BS 4891- A guide to Quality
Assurance”.
 EVOLUTION OF ISO-9000
(contd…)
• 1987 – ISO published a series of quality
system models – Harmonized version of
ISO-9000.
• 1994 – ISO 9000 was revised
 More stress on Corrective / Preventive
action.
 Identification of Statistical Technique
made mandatory.
 EVOLUTION OF ISO-9000
(contd…)
• 2000 – ISO 9001

Quality Management
Quality Assurance
Quality Control
Uncontrolled

CHANGE IN APPROACH TO QUALITY

 EVOLUTION OF ISO-9000
(contd…)
2008 – ISO 9001 revised to
• Control over outsourced processes that affect
product conformity to requirements
• Competence of all personnel affecting conformity
to product requirement must be controlled by the
organization
• For internal Audits, the management of the audited
unit must ensure that necessary corrections and
corrective actions are taken
• New requirement to review the effectiveness of
corrective and preventive actions
 Why are we going for ISO
certification
• To become an Multinational, we have to set our systems
at par with the International standards.
• Standardizing our systems inline with the International
standards.
• Compete in Global market.
Objectives:
- Enhance customer satisfaction.
- Enhance employer & Employee Satisfaction.
- Improve competencies & Profitability.
- Repeat order from existing customer.
- Enhance the Business .
 The ISO Standards
ISO 9000:2000 Quality Management Systems- Fundamentals and
Vocabulary
Establishes a standard point for understanding the standards and
defines the fundamentals and Definitions used in ISO 9000 family
which need to avoid misunderstanding in their use.

ISO 9001:2008 Quality Management Systems-Requirements

This is the requirement of standard used to asses your ability to
meet the customer and applicable Regulatory requirements and
thereby address customer satisfaction

ISO 9004:2000 Quality Management Systems-Guidelines for

performance improvements
The Standard provides guidance for continual Improvements of
quality management System to benefit all parties through
sustained customer satisfaction.
ISO 9001:2008 CERTIFICATE
 QMS MANUAL
Quality Management System document

TRAINING ON QMS @ SITE-

REQUIREMENTS
SITE – PROCESS
 PROCESS MAPPING FOR SITE
SITE PROCESS
KICK-OFF-MEETING

PLANNING &
SCHEDULING QMS DOCUMENT

MOBILISATION

ENGINEERING
SERVICES

PROCUREMENT EXECUTION MIS L

E
A
R
VALUE ENGG.- N
SITE I
N
INSPECTION, TESTING G
& COMMISSIONING S
NO
CORRECTIVE ACTION &
YES
PREVENTIVE ACTION
Final product / Commissioning

DEMOBILIZATION HANDING OVER

DLP DEFECTS
CORRECTIVE ACTION &
AFTER SALES
SERVICE PREVENTIVE ACTION
CONCEPT OF QMS
 PROCESSESS
Controls (e.g. procedure)

Input Process Activities Output

+
Resources

31 11/8/2009
 ISO 9001:2008 -Model

Quality Management System

Continual Improvement S
A
C
C T U
U Management I
S S
R responsibility
S E
F
T
A
T Q
U
C O
Resource Measurement analysis, T
O I
Management Improvement I M
R
M E
O
N E
M
E E R
Product
R N
T Realization
Product
s from
Free template Input
www.brainybetty.com
32 11/8/2009
Output
 SYSTEM FORMATS - AT HQ/REGION

Format Description Procedure No Format No

MRM GEN-WP- 01 GEN 01 F 01

Quality Objectives GEN-WP- 02 GEN 02 F 01
Business line wise prospective GEN-WP- 03 GEN 03 F 01

SWOT Analysis GEN-WP- 03 GEN 03 F 02

Strategic Planning GEN-WP- 03 GEN 03 F 03
Overall Staff Requirement GEN-WP- 03 GEN 03 F 04
Parameter wise Planning GEN-WP- 03 GEN 03 F 05
Action plan-Road map GEN-WP- 03 GEN 03 F 06
Document control GEN-WP- 04 GEN 04 F 01
Drawing control GEN-WP- 04 GEN 04 F 02
 SYSTEM FORMATS - AT HQ/REGION

Format Description Procedure No Format No

Training Records GEN-WP- 11 GEN 11 F 01

Orientation of Staff GEN-WP- 11 GEN 11 F 02
Training Effectiveness GEN-WP- 11 GEN 11 F 03
Training Attendance GEN-WP- 11 GEN 11 F 04
Minutes of KOM/WUM OPR-WP- 01 OPR 01 F 01
Direct CSR OPR-WP- 01 OPR 01 F 02
CSR Format OPR-WP- 01 OPR 01 F 03
Customer Complient Register OPR-WP- 01 OPR 01 R 01
Cluster JPR MIS-WP-01 MIS 01 F 01
Sector Report MIS-WP- 01 MIS 01 F 02
Cluster Quality Report MIS-WP- 01 MIS 01 F 04
 SYSTEM FORMATS - AT HQ/REGION

Format Description Procedure No Format No

Comparative Statement SCM-WP- 01 SCM 01 F 01
Vendor Evaluation SCM-WP- 01 SCM 01 F 02
Vendor Questionnaire SCM-WP- 01 SCM 01 F 03
Inspection & Test Plan QA-WP- 01 QA 01 F 01
Inspection Note QA-WP- 01 QA 01 F 02
Final Inspection Report QA-WP- 01 QA 01 F 03
DCR QA-WP- 01 QA 01 F 04
Staff Evaluation QA-WP- 01 QA 01 F 05
Inspection Call Register QA-WP- 01 QA 01 R 01
 SYSTEM FORMATS - AT HQ/REGION

Format Description Procedure No Format No

Tender Synopsis TEN-WP- 01 TEN 01 F 01

SIR TEN-WP- 01 TEN 01 F 02

Basic Rates TEN-WP- 01 TEN 01 F 03

Price Summary Sheet TEN-WP- 01 TEN 01 F 04

Tender Opening Form TEN-WP- 01 TEN 01 F 05

MIS on Tendering TEN-WP- 01 TEN 01 F 06

Hand Over Form TEN-WP- 01 TEN 01 F 07

 SYSTEM FORMATS - AT SITE

Format Description Procedure No Format No

Quality Objectives GEN-WP- 02 GEN 02 F 01

Overall Staff Requirement GEN-WP- 03 GEN 03 F 04

Document control GEN-WP- 04 GEN 04 F 01

Drawing control GEN-WP- 04 GEN 04 F 02

 SYSTEM FORMATS - AT SITE
Format Description Procedure No Format No

List of Standards GEN-WP- 04 GEN 04 F 03

File List GEN-WP- 04 GEN 04 F 04
Document change note GEN-WP- 04 GEN 04 F 05
Master list of records GEN-WP- 05 GEN 05 F 01
Index for Data Bank GEN-WP- 06 GEN 06 F 01
Measures for CA & PA GEN-WP- 07 GEN 07 F 01
Audit Notification GEN-WP- 10 GEN 10 F 01
Audit Plan GEN-WP- 10 GEN 10 F 02
NCR GEN-WP- 10 GEN 10 F 03
Audit Summary GEN-WP- 10 GEN 10 F 04
List of Trained Auditors GEN-WP- 10 GEN 10 F 05
Site Audit Checklist GEN-WP- 10 GEN 10 F 06
 SYSTEM FORMATS - AT SITE
Format Description Procedure No Format No

Training Records GEN-WP- 11 GEN 11 F 01

Orientation of Staff GEN-WP- 11 GEN 11 F 02
Training Effectiveness GEN-WP- 11 GEN 11 F 03
Training Attendance GEN-WP- 11 GEN 11 F 04
Minutes of KOM/WUM OPR-WP- 01 OPR 01 F 01
Monthly Progress report OPR-WP- 01 OPR 01 F 04
Proj Completion Report OPR-WP- 01 OPR 01 F 05
DLP Site list OPR-WP- 01 OPR 01 F 06
DLP Cost OPR-WP- 01 OPR 01 F 07
SYSTEM FORMATS - AT SITE
Format Description Procedure No Format No

Customer Complient Register OPR-WP- 01 OPR 01 R 01

ACE OPR-WP- 02 OPR 02 F 01
System Compliance Reports OPR-WP- 02 OPR 02 F 02-00 to
26

MPCS OPR-WP- 02 OPR 02 F 03

MRI&IR OPR-WP- 05 OPR 05 F 01
Calibration List OPR-WP- 06 OPR 06 F 01
Site Quality Report MIS-WP- 01 MIS 01 F 03
 SYSTEM FORMATS - AT SITE

Format Description Procedure No Format No

Staff Evaluation QA-WP- 01 QA 01 F 05

PQR QA-WP- 01 QA 01 F 06

Request for Inspection QA-WP- 01 QA 01 F 07

Punch List QA-WP- 01 QA 01 F 08

QMS DOCUMENT PART-II
WORK PROCEDURES / QUALITY ASSURANCE PLANS – L3

FORMATS / CHECKLISTS – L4

TRAINING ON QMS @ SITE-

REQUIREMENTS
 MANDATORY REPORTS TO BE
PREPARED AT SITE
Monthly Quality report (OPR01 F 04)

Management review – Minutes (GEN 01 F 01)

System Compliance Reports

Best Practices implemented @ Site

Cost of Poor Quality

Winding Up Report (OPR 01 F 01)

Project Completion Report (OPR 01 F 05)

Cost of Poor Quality
PROJECT PLANNING
PLANNING & SCHEDULING
PLANNING
Project Scheduling

Micro level planning at site level by section

heads

Daily and Monthly Progress Monitoring

Monthly Invoicing System

On-line systems with a well connected

network for information exchange
RESOURCE MANAGEMENT
RESOURCE MANAGEMENT
Infrastructure
Office
Stores
Fabrication Yard

Human Resources
Staff
Manpower- Unskilled, Semiskilled
& Skilled

Plant
Machineries
Tools & Tackles

Finance
MATERIAL MANAGEMENT
Dedicated QA team for identifying &
finalizing the vendors

Stacking of materials & identification as

per standards

Dedicated team for testing the material

for reconfirmation at Site
PRODUCT REALIZATION

Work Methodology

Erection Work Procedures

Testing & Commissioning Procedures

Checklists & Formats

Preservation of Product
MONITORING
TOOLS FOR MONITORING & CONTROL

Daily Progress Report

Weekly Progress Report

Monthly Progress Report

Visual Charts

S-Curve
MEASUREMENT, ANALYSIS &
IMPROVEMENT

Customer Satisfaction Report

Quality Audits

Erection Checklists

Commissioning Reports
 MEASUREMENT, ANALYSIS
AND IMPROVEMENT
• Measure customer satisfaction and bridge gaps.
• Conduct audits to verify the health of QMS.
• Process checks to verify, whether, they yield the
planned results.
• Conduct product checks to meet customer
requirements.
• Control nonconforming products by rejection,
regarding, etc.
 MEASUREMENT, ANALYSIS
AND IMPROVEMENT
• Analyze output data for improvement.
• Corrective action to eliminate causes of
nonconformity so that they do not occur again in
future.
• Preventive action to eliminate the causes of potential
nonconformities.
 PRODUCT QUALITY
• Prepare Modules for all product quality checks.
• Train the personnel's at site on Product quality
checks and monitor the product quality at sites
through audits.
• Assess the present Quality & take initiatives to
improve the same.
 MRM
• Conduct the MRM’s at HQ & Cluster once in a 6
months & discuss on agenda.
• Prepare MOM & send to all participants , sites &
cluster offices.
• Seek MRM – MOM’s, review & give feedbacks( if
any ) to Cluster offices and sites.
• Discuss the important points from cluster or site in
HQ MRM.
 AUDITS
• Prepare Audit schedules for HQ, seek approval from
MR – HQ. Obtain & review Audit schedule from
Cluster offices and sites.
• Conduct Audits throughout the sites (Minimum two
audits per site in a year).
• Send Audit report & review action taken status on
Audit observations , Improvement Notes & Non
Conformities.
 AUDITS
• Close Non conformities if any after analyzing
evidences or through follow up audit.
• Summarize critical audit findings & share the same
with all sites for preventive re occurrences.
• Seek audit reports of sites & cluster offices & give
feed back on implementation of QMS/Audits.
CONTROL OF NON-CONFIRMANCES

Customer Complaint Register

Audit Reports

Non-Conformance Reports
CONTINUAL IMPROVEMENT

Quality Observations

Corrective and Preventive Actions

Management Review Meetings

CONTINUAL IMPROVEMENT
 Fix objectives & targets for products & processes
based on
 Feedback from customer & other stakeholders

 Market needs

 Past performance

 Communication within the organization on best

practices, shortcomings.
BEST PRACTICES & DATA BASE

 Identify and Disseminate the Best Practices or

processes at sites.
 Create learning database on Best practices, good work
methods . Identify deficiencies & initiate course of
corrective actions.
TRAINING
TRAINING
• Train the New Joiners on QMS
• Internal Auditor Training & Developing auditors at
all sites/ cluster offices.
• Develop Training modules and work instructions in
all electrical and Civil activities.
• Obtain feedback on training program & improve
training module & system
• Conduct site specific / trade specific trainings either
on Job or off Job.
TRAINING TO WORKMEN
Construction Methodology : Study

Work procedures for all activities.

Mock-up to be done by all skilled people

Qualify based on the result of Mock-up

Work instructions in different languages

TRAINING TO ENGINEERS
Training on Activity Procedures

Self Certification by Engineers

Everyday Training Session

Job Rotation
 REMEMBER

 Attitude decides the altitude

 Excellence is not the destination…it’s a journey

 There is no way for happiness as happiness is the way

 Together Everyone Achieves More - TEAM

The aim should not be

TRAINING ON QMS @ SITE-

REQUIREMENTS
 Our Quality Aim should be

Doing right Doing

thing wrong thing
wrongly rightly

Doing wrong Doing right

thing thing
wrongly rightly
Otherwise ?
We strongly believe that
Quality Management System
leads
Customer Satisfaction
to
Customer Delight.
“Where there is a will; there is a way”

Thank You